Chat Queues Not Routing


Hi, We have created 3 chat queues, and have written business rules for the chat queues like "if Contact.organization equals xxx Then assign chat queue to xxx, how ever if we are initiating chat from the customer portal the chat queues is routed to default chat queue inspite of the fact that we have mapped the custom field Contact.organization to the respecitve chat launch landing page of the customer portal Note: We have created (Duplicated) 3 sets of Chats for 3 organizations (Single Interface) and and did the same for other 2 organizations as well.

cURL and Async CPMs

CX Version: 

If you are using cURL in an asynchronous CPM to post data to an external endpoint, beware. Calling the \load_curl() method will usually load the cURL library, unless the back-end SPM process that runs your particular instance of the CPM already loaded the library! In this case the CPM will fail, in what appears to be an inconsistently reproducible way.

Get in the habit of wrapping your \load_curl() method like this:

if (!function_exists("\curl_init"))

Quick Tip: Encrypted Pass Through Authentication (EPTA) Initialization Vectors

When setting up Encrypted PTA, configuring the correct Initialization Vector in the PTA_ENCRYPTION_IV configuration setting can be confusing. I find the setting documentation misleading unless you really understand what it is asking for.

Per the field documentation:

Duplicate Contacts and Unique Fields

In order to reduce duplicate contact records, it would be useful to be able to specify unique contact fields (such as mobile phone number, or a particular custom field), similar to how email addresses are handled as unique identifiers. If the client needs a full-fledged solution for this across their entire system, this is difficult to do from a purely technical level. Most clients simply train their agents to first search for existing contacts and have a business process for merging duplicate contacts when manually found in the system, which is good enough for most.

Need to display value of field from RNT onto the ask page

Need to display value of field from RNT onto the ask page.

Fun with Cloud9 IDE and CP3

Today I had a bit of fun with Cloud9 IDE, which is one of the better cloud-based IDEs I've found. It is geared mostly towards front-end web development but has a fully functional Ubuntu OS underneath running in a Docker instance, so you can pretty much do anything.

Pass Through Authentication


How to do a PTA using a custom field cust id and paswd

New Site Feature: CX Features by Version matrix

Today I published a document that I've been working on for a while; my hope is to extend the benefit I receive to everyone else in the community. This document is a list of Oracle RightNow CX features by version. This will be a living page permanently in the left-hand navigation of As new CX versions are released, the document will be updated accordingly.

Lazy Loading Object Dumper for CPHP

This is a helpful method I find myself using frequently when debugging Connect for PHP code. It will recursively load a CPHP object's properties and return them in a nested array for easy logging.

Verify Peer setting with RightNow cURL

When making an HTTPS connection with cURL, it is essential to validate the certificate of the host you are connecting to. While it is possible to turn off this verification using the CURLOPT_SSL_VERIFYPEER cURL configuration, it leaves your code vulnerable to man in the middle attacks.

Other developers I know (myself included) tend to turn off PEER verification while doing initial development because dealing with certs is often a PITA. I always tell myself, I'll just deal with that later; I have much more important business logic to write.


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